Product Support Engineer III

About the role

A typical day for a Product Support Engineer III blends hands-on technical problem solving with cross-functional collaboration. The day may start by supporting global Field Service or Customer Technical Support teams with complex HPLC system issues, followed by analyzing data, troubleshooting hardware or software behavior, and documenting findings. Throughout the day, the engineer partners with R&D, Manufacturing, and Quality teams to investigate product issues, contribute to CAPAs, and help drive corrective actions. Time is also spent supporting RAQA Product Support by contributing to documentation reviews, participating in quality and regulatory activities, and providing technical input to support investigations, CAPAs, and compliance-related initiatives. Some days include participation in new product or change projects, and periodically the role requires travel to support escalated customer needs onsite.

Responsibilities

• Provide high-quality technical support for HPLC systems to international Field Service and Customer Technical Support groups.
• Actively participate in CAPA’s involving product quality and/or regulatory compliance issues.
• Conduct complaint investigations and develop mitigations and corrective actions.
• Actively participate on project teams for new products and changes to existing products.
• Provide global on-site support for escalated situations and business needs as required.

Requirements

• Education: Bachelor’s degree or equivalent in Engineering, Technical Sciences or another appropriate scientific discipline.
• Work Experience: 5+ years service/support experience with HPLC systems and related instrumentation.
• Competency with instrument hardware, software, methods and assays.
• Experience working in a cGMP/QSR/ISO regulated industry is desirable.
• Experience working with Bio-Rad HPLC systems is desirable.
• Strong problem solving and troubleshooting skills.
• Ability to resolve complex situations that require a logical, analytical and methodical approach.

Qualifications

• Excellent interpersonal and communication skills.
• Committed to customer satisfaction; quality focused; resourceful; able to work independently and in a team environment.

Benefits

We’re proud to offer a variety of options, including competitive medical plans for you and your family, free HSA funds, a new fertility offering with stipend, group life and disability, paid parental leave, 401k plus profit sharing, an employee stock purchase program, a new upgraded and streamlined mental health platform, extensive learning and development opportunities, education benefits, student debt relief program, pet insurance, wellness challenges and support, paid time off, Employee Resource Groups (ERG’s), and more!

Pay

The estimated base salary range for this position is $121,400 to $166,700 at the time of posting. Actual compensation will be provided in writing at the time of offer, if applicable, and is based on several factors we believe fairly and accurately impact compensation, including geographic location, experience, knowledge, skills, abilities, and other job permitted factors. This position is eligible for a variable annual bonus, which is dependent upon achievement of your individual objectives and Company performance.

Schedule

This position must be based in Hercules, California and requires the employee to be located within commuting distance of the office.